ADDITIONAL INFORMATION:

As a team we are passionate and enthusiastic about what we do. Our people are encouraged to think independently and to take ownership of their work, and we are looking for likeminded individuals who share our ambition to make our high-quality legal solutions accessible and affordable.

Only a 5-minute walk from Bristol Temple Meads station we have newly refurbished, modern city centre offices. Our staff are at the heart of everything we do, and we encourage our people to work flexibly and achieve a work-life balance that works for them. We can offer you generous remuneration and an attractive benefits package that includes:

• 25 days holiday (or the part-time, pro rata’d equivalent) with the option to buy extra days.
• Company pension scheme with the option to increase contributions.
• Group Income Protection for all employees.
• Group Legal Protection for all employees.
• A choice of either European Motor Assistance or Home Emergency Assistance.
• Inclusion in our Health Cash plan.
• Access to our employee discounts hub offering exclusive discounts across thousands of retail partners, including discounted gym memberships at over 3,000 gyms across the UK.
• Option to join our Sports & Social Club, who organise discounted events such as theatre visits and shopping trips.

If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you meet all the criteria listed above.

ABOUT THE ROLE

Our ARAG Customer Relations team manage the delivery of a professional and responsive complaint handling service for our customers and business partners. We are now looking for a Customer Relations Advisor in our Bristol office, to help support this team and ensure that we keep our customers and excellent customer outcomes at the heart of everything we do.
In this role you’ll be the very first point of contact for internal and external parties (customers, business partners, solicitors, Financial Ombudsman Service etc.) and be responsible for quickly identifying, allocating and escalating customer complaints.
You’ll manage these complaint enquiries via multiple channels, including our main telephone helpline, e-mails and our website and triage them appropriately, whilst meeting regulatory requirements. You’ll also ensure critical telephone cover during team meetings, events, training courses etc.

Other key responsibilities will include:

• Contributing to the delivery of our Customer Experience & Insight strategy by monitoring, engaging with and responding to any negative customer reviews on Trustpilot, Google Reviews etc.
• Managing the complaint handling element of any Data Subject Access Requests (DSARs).
• Allocating any escalated complaints to the team’s Customer Relations Executives.
• Reviewing and regularly reporting on the complaint’s environment, key themes and emerging issues, and the status of Financial Ombudsman Service referrals via team meetings.

Your new role forms part of our “Centre of Excellence” for complaint handling, i.e. leading by example and providing a quality service for internal and external customers, through quality verbal and written communication and adherence to our company service standards. As a result, you’ll ensure that all customer interaction is professional, respectful and delivered on an individual basis, whilst being mindful of vulnerable customers and recognising their additional support needs and making any reasonable adjustments to assist them if necessary.